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Agent owned records for preview campaigns not expanding to other agents after x minutes of waiting for the preferred agent

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  • 1.  Agent owned records for preview campaigns not expanding to other agents after x minutes of waiting for the preferred agent

    Posted 07-14-2025 02:07
    No replies, thread closed.
    Hi All,
     
    I am looking for some guidance on routing behavior for the scenario listed below.
    We are building a preview campaign with agent owned records and we have planned to use https://help.mypurecloud.com/articles/agent-owned-records-for-preview-campaigns-overview/. We are using preferred agent routing for x minute and timeout routing to standard routing.
    If the preferred agent is on break or not available, the call after waiting for x minute, is not routing to another agent in the campaigns queue. Could you please suggest is there something missing in our config or the dialer is designed not to route to other agents in the queue if agent owned records are selected.


    #Outbound

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    Rajath Kumar
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  • 2.  RE: Agent owned records for preview campaigns not expanding to other agents after x minutes of waiting for the preferred agent
    Best Answer

    Posted 07-14-2025 11:39
    No replies, thread closed.

    Hi Rajath,

    I believe the configuration you have stated should work, but it would be hard to investigate without examples.  Hopefully someone else in the community can provide further possible issues within your configuration. Otherwise it might be worth raising a case with Genesys Product Support to investigate an example and why it wasn't routed to another agent after the timeout expired. 



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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